VoiceWorks – IVR Caller Experience Analytics Suite
VoiceWorks is an IVR analytics suite with extensive reporting and caller experience visualization capabilities. Its powerful analytics features help analyze the experience that customers go through in the self-service process.
With a wide array of adapters to connect to IVRs from leaders such as Avaya, Cisco, Nortel and Genesys, VoiceWorks help improve IVR effectiveness and reduce operational costs.
Salient features of VoiceWorks are :
- Measure and improve self-service task completion rate
- Dashboard for monitoring self-service KPIs
- Congestion / Port utilization analysis
- Menu path diagrams & analysis
- Agent Transfer analysis
- Menu malfunctioning detection
- Back & forth loop detection
- Extraction of most common menu usage patterns
- Customizability
Business benefits of VoiceWorks are :
- Delivery of Superior Self-service Experience
- Understand caller behavior, monitor the usage style, pain points, discover bottle-necks by monitoring key
self-service metrics
- Maximization of Cost savings
- Improve task completion rates by defining, monitoring all the self-service tasks within the IVR.
- Monitor and reduce the reasons for live agent transfers
- Deliver Differentiated Brand Experience
- Analyze and understand customer experience holistically across channels to deliver a well differentiated
positive experience
